INTEGRASI SERVQUAL DAN QUALITY FUNCTION DEPLOYMENT UNTUK PENGUKURAN KUALITAS LAYANAN (STUDI KASUS: PROGRAM STUDI PENDIDIKAN TEKNIK MESIN, UNIVERSITAS PALANGKA RAYA)
ABSTRACT: Services in Program
Studi Pendidikan Teknik Mesin (PSPTM) still has drawbacks, among other
complaints for cleanliness wc, and class. This indicates or identifies a
student dissatisfaction against poor service. Service has 5 dimensions, namely
tangible dimension, responsiveness, reliability, assurance, empathy is to be
seen to solve the existing problems. Analytical techniques is used SERVQUAL
approach and Quality Function Deployment (QFD). Calculation results gap between
perception and expectation would then be prioritized using the Pareto principle
to acquire the attributes which are important for repair. In the academic
service attributes availability of toilets has the highest gap value at -2,70 ,
while at the administrative service, on-time attendance officer has a gap value
of -1,74. From the House of Quality on academic services obtained 33 attributes
as recommendations for improvements such as fixing a broken toilet, maximize
existing bandwidth. Meanwhile, in the administrative services generated 21 attributes
priority, such as scheduling workers, implementing SOP service, encourage
officers to be more proactive in serving students.
Penulis: Wiyogo, Surachman,
Rudy Soenoko, Nasir Widha Setyanto
Kode Jurnal: jptindustridd130098
